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Arming your CX Staff with a Knowledge Management System

When it comes to managing documents, data, policies and knowledge to support your team, you need to decide between choosing between a file manager (applications like SharePoint or a purpose-built Knowledge Management System for your organisation.

what is knowledge management?
Justin Tippett, from CX Central and Brad Shaw, CEO of livepro, discuss how a Knowledge Management Tool can help your call centre. Above all they discuss what you can achieve by implementing a KM tool. The complexity of the calls continuing to increase (thanks to self-service reducing the simple ones). As a result, the call [...]
Compliance in customer service knowledge management
For many companies, the question is; How is compliance achieved through knowledge management systems? How can we have confidence that our customer service team and customer-facing digital channels are delivering the most up-to-date and ‘approved’ answers to customer questions? This is a challenge facing many organisations, and the answer starts with another question: does your [...]
Single source of truth
If we’ve learnt anything from working in and around contact centres, it is how much pride customer service consultants take in their work space. Visit any customer service contact centre and you will invariably find an array of accoutrements adorning each desk – sunny vacation snaps with loved ones, trinkets collected from holidays past, and [...]
livepro Customer Experience Knowledge Management combines with Genesys Customer Experience Platform to increase customer delight, staff engagement, compliance, insights and sales — all while reducing costs livepro are excited to announce that the livepro Customer Experience Knowledge Management solution is now available on Genesys® AppFoundry, a dedicated customer experience marketplace.  Genesys AppFoundry connects businesses to the [...]
HOW TO CREATE A GREAT DIGITAL, HUMAN EXPERIENCE  As the Director of The Customer Experience Company, I’m often asked a common question: ‘How do I improve our digital customer experience?’. It’s a great example of why asking the right question is so important. Digital strategies are likely to be at the core of most customer experience [...]